Customer Success Manager

What we’re offering (we know, everyone jumps to this section first!)

• Salary of £45,000 - £50,000 💷 + Commission
• Share options so you benefit from our success 🚀
• 28 days paid holiday plus bank holidays, and an additional 5 unpaid 🏖️
• Flexible hybrid/remote working - we have an office in Shoreditch that the team usually works from on Tuesdays and Thursdays. Dogs welcome 🐶
• Private healthcare through Vitality 🏥
• Access to the Workplace Nursery Scheme to help parents save on nursery costs
• Regular (optional) socials. In the past year we've lost at Hijingo Bingo, been awestruck at Cabaret and sampled the best grub East London has to offer 🎉
• A company-wide offsite in Croatia in October! 🏝️

As a small but growing team, we're flexible and offer a level of autonomy that allows you to make meaningful and lasting contributions to Intruder and our customers.

About Us: 

We make it easier to not get hacked.

Every day people sign up for online services, enter their personal data, and put themselves at risk of malicious actors. We work to enable these services to be better protected, making sure new vulnerabilities are found and closed rapidly before your data can be stolen.

We do this with a powerful but easy to use platform that is low on noise and high on trust, information, and context – so when we say it’s critical, companies know they have to act fast.

In the past 2 years, we have grown rapidly in product capability, customer base, revenue, and employee size. The next few years promise more of the same, with plenty of growth opportunities for us and our teams!

About the Customer Success Manager Role: 

As a Customer Success Manager on our team, you will be part of a team responsible for maintaining the excellent customer experience we're known for (as seen in our G2 reviews).

Owning the post-sales relationship, you will ensure customers receive exceptional value from the Intruder service by understanding their needs and supporting them on their journey. You will be comprehensively managing the customer relationship. As part of this, you will be establishing and maintaining regular customer engagement in the form of customer onboarding, quarterly business reviews, webinars, and other customer centric projects.

Customer success is one of the keys behind Intruder's rapid growth and we need you to proactively blend project management and customer focus to maximise net revenue retention (reducing churn and finding growth opportunities). You will become a trusted advisor to your customers, strategically positioning our solution, driving product adoption, building strong business relationships with senior stakeholders and proactively monitoring health.

What we think you will need to be successful:

• Experience working in a Customer Success or Post-Sales/Pre-Sales role within a fast-moving startup environment
• Experience working within cyber security or technology (SaaS experience preferred)
• Track record of improving customer retention and developing cross/upsell opportunities
• Strong customer-facing skills including communication skills, rapport building and presentation skills
• High attention to detail with good organisation skills and the ability to prioritise effectively
• Ability to troubleshoot and solve customer issues independently
• Experience working with a global customer base
• You've used a range of different Customer Success and or Sales tools/technology

Hiring Process: 

• Initial video call with our People Manager
• Interview with Senior Customer Success Manager
• Customer-focused task & presentation
• In-person meeting with Senior Leadership